Offers free in-home repair or rebate
November 04, 2016 09:06 AM Eastern Daylight Time
RIDGEFIELD PARK, N.J.–Samsung Electronics America, Inc., in cooperation with the U.S. Consumer Product Safety Commission (CPSC), today announced a voluntary recall of certain top-load washers manufactured between March 2011 and current production dates.
The voluntary action was driven by reports highlighting the risk that the drums in these washers may lose balance, triggering excessive vibrations, resulting in the top separating from the washer. This can occur when a high-speed spin cycle is used for bedding, water-resistant or bulky items and presents an injury risk to consumers.
“Our priority is to reduce any safety risks in the home and to provide our customers with easy and simple choices in response to the recall,” says John Herrington, Senior Vice President and General Manager of Home Appliances, Samsung Electronics America. “We are moving quickly and in partnership with the CPSC to ensure consumers know the options available to them and that any disruption in the home is minimized.”
Consumers with a recalled washer will be offered two easy choices as part of the recall program.
The first option is a free in-home repair that includes reinforcement of the washer’s top. Consumers who choose the in-home repair will receive a free one-year extension of the manufacturer’s warranty, regardless of the age of their washer. The free in-home repair is not available for mid-control washers at this time.
The second choice is a rebate that can be applied towards the purchase of a new washer from Samsung or other brand washing machine, along with free installation of the new unit and removal of the old unit. The rebate amount is based on the manufacture date and model of the recalled washer. Consumers who choose a Samsung washer will receive an additional loyalty incentive up to $150 toward their new Samsung washer purchase.
As an added safety measure, all known washer owners will also receive a Home Label Kit in the mail. The kit will include a new control panel guide (excluding mid-control models), two warning labels and step-by-step instructions for applying them to the machine, and a user manual supplement.
Full details about the in-home repair and the rebate can be found at http://www.samsung.com/us/TLW.
Additionally, consumers who purchased a recalled washer in the last 30 days are eligible for a full refund from their original place of purchase.
Until the repair is completed, the washer exchanged, or the Home Label Kit applied, Samsung and the CPSC are advising owners of the recalled washers to use the delicate or waterproof cycles when washing bedding, water-resistant or bulky items.
The company is moving quickly to inform washer owners about the issue and the options available to them. Working in partnership with retailers and the CPSC, Samsung is actively informing consumers through direct outreach, including customer service, social media, marketing, and in-store communication.
Consumers who have registered their top-load washer model with Samsung or retailers will be contacted to schedule a free in-home repair. Consumers who are not registered, as well as those who want more information about the exchange rebate, should visit http://www.samsung.com/us/TLW or call 1-866-264-5636.